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CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-7
Double-clicking calls
Double-clicking in the Call Monitor folder has the following effects:
Q Double-clicking an active call puts it on hold.
Q Double-clicking any other type of call takes the call (connects you to the caller). This
includes incoming calls, calls on hold, parked calls, and calls for which you are
screening a message.
Commands while a call is ringing ___________________________
While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If Strata
CS can identify the caller, the item in the Call Monitor folder also displays the caller’s phone
number and name, which enables you to screen your calls. (See “Teaching Strata CS to
recognize your contacts” on page 16-7.) While calls are ringing, you can perform the following
actions:
Q Take the call
Q Send the call to voicemail
Q “Grab and hold” the call—put it on hold without talking to the caller first
Q Transfer the call without talking to the caller first
Taking the call
If you are already on another call, select the incoming call and choose Actions > Take Call.
Your current call is put on hold. You can easily move among multiple calls by choosing
Take
Call
again.
When you use
Take Call in the Call Monitor folder, call announcing is not used. However, you
can play the caller’s name over your speakers by choosing
Actions > Announce Caller. To have
incoming callers’ names played over your speakers automatically, see “Other options for
incoming calls” on page 11-18.
Sending the call to voicemail
Select the call, and then choose Actions > Take Message. The call is sent to your voicemail.
Note: Call center agents cannot perform this command on an incoming queue call.
Screening a voice message as it is being left
You can listen to a voice message as the caller is leaving it and pick up the call if needed. To do
so:
1. Select the call while it is ringing or while the caller is leaving a message.
2. Choose Actions > Screen Message.